The truth is law is just not a client service driven business. And it looks like the pandemic has done little to change that.
Wolters Kluwer’s 3rd annual Future Ready Lawyer Survey came out this week. The Survey seeks to demonstrate how (or maybe how little) the legal profession is evolving. How ready (or how little) the profession is prepared for the future.
 
Lots of data and statistics that  pundits like Bob Ambrogi and Richard Tromans have studied and analyzed and provided their views of what the data all means.  What it shows, particularly in the legal tech and innovation space. Lots of good points here as always.
But one set of non-tech statistics from the Survey caught my eye.(Just like it did with last year’s Study btw). And it has to do with client satisfaction. Here’s what Wolters learned about the attributes clients most value in their outside lawyers—-and how well those lawyers meet their clients’ expectations:


Continue Reading The Wolters Kluwer Future Lawyer Survey: Law Just Ain’t Client Service Driven

The standard advice used to be for lawyers to model their client service after Starbucks. Make the experience and service fantastic. But if the current state of Starbucks service (and that offered by many other businesses) post-Covid is any indication, that’s the worst model for lawyers. A better model: double down on customer service and experience.

I recently had the following exchange with Starbucks support:


Continue Reading Lawyers: (Don’t) Be Like Starbucks

Most recognize that cloud computing will be the new norm for lawyers, if it’s not already. But not just because of the usual cited reasons of accessibility, efficiency or security.
 
I chat periodically with David Carns, Chief Revenue Officer of Casepoint, to find out what his company is up to. But also to get his take on what’s going on in the legal tech world.
 Casepoint is an e-discovery cloud-based provider. It offers data-based intelligence and full-spectrum eDiscovery, including cloud collections, and review and customizable productions. It also data processing, advanced analytics, and artificial intelligence service. I have written several posts about the company and our chats.


Continue Reading On-Prem v. The Cloud. It’s Game Over

I was pleased to hear the recent announcement that Natalie Kelly, the former Director of Law Practice Management for the Georgia State Bar Association, has accepted the position of Director of Legal Management at the Southern Poverty Law Center (SPLC or Center).

Natalie is one of my favorite people. Since I hadn’t had the chance to talk with her in a while, I reached out to Natalie recently. I wanted to get her thoughts about her new position. We talked about her new job, the SPLC itself, legal tech, and even the responsibility of law firms and law firm leaders to speak out against hate.


Continue Reading Natalie Kelly: Fighting Hate, Teaching Tolerance, Enhancing Justice

“There are two kinds of people in the world. Those with loaded guns and those that dig. You dig”.

Blondie to Tuco in the 1966 movie, The Good, the Bad and the Ugly

The increased number and sophistication of litigation analytical programs calls to mind the above line from one of my favorite movies, The Good, the Bad, and the Ugly. In the movie, the line sums up the obvious advantage a character holding a loaded gun (Blondie, played by Clint Eastwood) over a character with an unloaded one (Tuco, played by Eli Wallach). To paraphrase Blondie, there will soon be two types of litigators in this world: those who use litigation analytics and those who, well…dig. For those who use analytics, its a good time to be a litigator.


Continue Reading It’s a Good Time to Be a Litigator…If

It makes perfect sense for business people to lead practice groups, law firms and even corporate legal departments. But lawyers are held back by hubris and an antiquated business structure.
 
 
Kate Tompkins is the Practice Group Leader of Latrobe GPM’s Intellectual Property Group. And she is not a practicing lawyer; she doesn’t even have a JD.
 
Marlene Gebauer and Greg Lambert recently interviewed Tompkins on their Geek In Review Podcast. If you don’t subscribe to this podcast, I strongly recommend it. It’s always interesting and enlightening.


Continue Reading Can a Non-JD Professional Head a Practice Group? A Law Firm? The (Gasp) GC Office?

According to a recent article by Gregg Wirth in Thompson Reuters Legal Executive Institute, the notion of the fancy traditional downtown office of law firms is fundamentally changing. And with it ultimately, in my view, the nature of the profession. Three immediate factors are driving this change: partners are embracing remote work, the trickle-down effect on the use of technology, and a new emphasis on cutting costs. All three of these factors will change how lawyers view tech and working from a central.


Continue Reading Law Firms Reduce Office Space: Three Reasons It’s Important

LAS VEGAS, January 4, 2021 —LAWCLERK, the leading online marketplace for freelance lawyers, announced the rollout of a subscription based program to boost the working relationship between busy attorneys and a nationwide network of talented freelance lawyers. 

I continue to be amazed by how many legal product and service providers don’t seem to grasp the need for simple, intuitive products and services. Products and services that address real pain points of their customers in the legal space. Those who supply consumer products and services get this. And let’s face it, there is a world of difference between how many in legal tech seem to think versus how those in consumer tech view the world.


Continue Reading Legal Product and Service Providers: Think Differently

It’s early January, which for me means CES, the giant consumer electronics show.  (CES used to Stand for Consumer Electronics Show but now it’s just CES). CES calls itself the world’s largest and most important tech event, where the entire technology ecosystem gathers to conduct business, launch products, build brands, and network

Each year I go to CES and come back energized and optimistic. Each year I try to summarize what I learned and how those lessons might apply to legal.


Continue Reading Lessons For Legal: 2021 CES


Many have speculated what the legal world will look like
if and when the pandemic lets up. Some believe we will continue with the virtual world with more and more court proceedings and arbitrations being online. Others think we will go back to the physical in-person world for most activities. But a sizable number believe we will have a hybrid world. This means some participants will be physically present in a courtroom or conference room while others will be online. This hybrid approach reduces risk on the one hand and enhances convenience on the other.
But hybrid may be the least likely alternative.
 


Continue Reading Future Court Proceedings: Online, In-Person or Somewhere In Between?